Privacy Policy | BT It's time to update your browser You're using an old version of your internet browser, which is fine for browsing but no longer secure enough for online payments. Don't worry, updating to the latest and most secure version is quick and easy. Update and learn more Our Privacy policy This policy sets out how we handle the information we receive from customers and everyone who uses our products and services. We take this seriously and will always treat this information with the utmost respect and care. Our Privacy policy This policy sets out how we handle the information we receive from customers and everyone who uses our products and services. We take this seriously and will always treat this information with the utmost respect and care. Consumer Privacy Policy    Business Privacy Policy Welcome As a communications provider, using personal information is fundamental to what we do – from connecting calls to developing and promoting our services. We believe that it is very important that our customers trust us with their personal information.  This privacy notice explains what personal information we collect about you and how we use it during our relationship with you. You can also find details of what rights you have (including the right to object to some of the data handling we carry out), as well as how to exercise those rights in the "Your rights" section below.  Technology is a fast-changing area and can be complicated. We’ve included a glossary which explains the meaning of any technical terms we use. Who are we? Where we use the words “We” or “Our” we mean either British Telecommunications plc or EE Limited – both part of the BT Group. This privacy notice explains how we use the personal information collected from or about you when you are one of our customers or when you contact us or use our services.   The company that is responsible for your personal information will be the company that is named in any terms and conditions or messages sent to you.   In some circumstances BT plc and EE Ltd are jointly responsible for deciding what personal information is collected, used and stored.  This happens where we work together to give you the best customer experience and to be more efficient across our businesses to: Provide assistance through our customer service teams; Understand how people interact with us; Understand how people use our products and services; and Carry out checks for fraud and credit risk. We will also share your personal information with other companies in the BT Group. You can find out more details about this in the "sharing your information" section below. What does this privacy notice cover? This notice applies to the products and services we provide you (such as mobile, TV and broadband), your use of our apps and our websites and where we pass your details on to insurance or finance providers as part of your payment for our products or services.  It also applies even if you’re not one of our customers, but you interact with us as part of us running our business, for example by: using one of our products or services – paid for by someone else acting with authorisation on behalf of one of our customers taking part in a survey or trial entering a prize promotion calling our helpdesk generally enquiring about our services If you need to give us personal information about someone else in relation to our products and services, this privacy notice will also apply to their information. If we need the permission of the other person to use that information, we’ll ask you to check they are OK with this. We have separate privacy notices in the BT Group that apply if you buy products or services directly with other companies in the group or if you are a business customer (which applies if you are a sole trader, partnership, or company). You can find links to our other BT Group privacy notices below: Plusnet plc Openreach Business customers – BT plc and EE Limited This notice doesn’t cover other third party companies or organisations collecting and using your personal information to provide you with products and services, including those who use cookies, tags and other technologies to offer relevant online advertisements to you. You can find more details about how those third parties use your data by visiting their privacy notices on their own websites. You should review their privacy notices before giving them your information. Your Rights You can ask us to provide you with a copy of your personal data at any time. If you have given us your personal information because you have a contract with us or because you have consented to us handling it, you are entitled to ask us for a copy of this information in a structured, commonly used and machine readable format so that you can reuse it or share it with other organisations. In some circumstances (including where we rely on ‘legitimate interests’), you have the right to object to our processing of your data and can ask us to restrict our use of your data and to delete it.  You also have the right to ask us to correct your information if it’s inaccurate and, as described below, to object to automated decision making.   We aim to provide our products and services in a way that protects information and respects your request. Because of this, when you delete or change (or ask us to delete or change) your information from our systems, we might not do so straight away from our back-up systems or copies on our active servers. And we may need to keep some information to fulfil your request (for example, keeping your email address to make sure it’s not on our marketing list). Where we can, we’ll confirm any changes. For example, we’ll check a change of address against the Postal Address File, or we might ask you to confirm it. There are some exceptions to these rights, for example we might not be able to delete your data if we need it to fulfil your contract or we are required to keep it by law. We also might not be able to provide you with information if it would infringe someone else’s rights. We’ll always try to help you with your request and if we believe we are unable to fulfil your request we will always explain why.   Where you have given consent for us to handle your personal information or permission to provide a service, you can change your mind and withdraw this consent at any time. It only applies to how we use your personal information in the future, not what we’ve done in the past (for example if we’ve run a credit check at the start of your contract).   How do I make a request? You can exercise any of your rights by using the online forms here. Once we’ve looked at your request, we’ll let you know when you can expect to hear from us. It will normally take us up to one month to complete your request, but it could take longer (up to a further two months) if it’s a complicated request or you send us a lot of requests at once. Want your bill information? If you want a copy of your billing information, the quickest way to access this information is by logging into your EE or BT account or, for your mobile billing information, by calling 150 from your mobile and we’ll send it to you (you must be the account holder to ask for this information.) If you want to see what contact information we hold about you, you can also log in to your account. It’s quick and simple to access it this way.  If you would like to request any other personal information you can do this by clicking the link above. Want to change your cookies, marketing or consent preferences? If you want us to stop using personal information we’ve collected via cookies on our website or apps, you should either change your cookie settings or change the settings for your app. You can change your marketing preferences by following the unsubscribe link in any email or text marketing that we send you. If you are a BT customer, you can change your preferences in your BT account. Alternatively, you can give us a call and let us know whether you’re happy to hear from us by email, text, post or telephone. Please contact us on 0330 1234 150. You can use the same contact details to let us know whether you want us to stop using information about how you use our products and services (including your call, browser and TV records) for marketing purposes or profiling you for marketing purposes. Children We only enter into contracts with customers who are over the age of 18. Although the account holder will always be an adult, we recognise that some of our products and services, like mobile devices, will be purchased on behalf of children and so we cannot guarantee that every mobile number or service is held by an adult. Where you have purchased a product or service on behalf of a child we will collect and use the child’s data as part of providing our services to the end user in line with this privacy notice. We have developed safety features for devices that belong to a child as well as educational material to help keep your child safe online. You can find more information on these features for mobile and broadband. Information we collect about you and how we use it The personal information we collect, store and use will depend on the products and services you have with us and how you use them. In most cases we have this information because we collect it directly from you, or because it has been derived from your use of our products and services. In some circumstances we will obtain this information from a third party. Some of the personal information we collect, store and use is considered more sensitive (for example data about health or biometric data).  We will only collect, store and use this more sensitive information to support you and your use of our products and services, and only where we put additional measures in place to protect this personal information. Below you can find details of how and why we use your information and our permitted reason in law (known as ‘legal basis’) to use it.  For some products and services, we handle additional information. You can find specific details by looking at the section for the product or service you’ve bought and see an overview in the ways in which we collect and use your personal information during our relationship. When you create and use your account When you create an account, we will collect details about you so we can identify you and contact you about your account. As you buy different products and services or contact us these details will be linked to your account so we have a clear record of your relationship with us. To set up your account WHAT PERSONAL INFORMATION WE USE Email Address your credentials (which means your password, security questions and answers we have on your account) OUR LEGAL BASIS FOR USING YOUR PERSONAL INFORMATION Legitimate interests (to keep business records and prevent fraud) FURTHER DETAILS We do not store the original copy of your password. Instead, we keep it in a form that allows us to authenticate you but does not allow us to work out what your original password is. To send you service messages (confirming your order and telling you about any changes that might affect your service, like when we have infrastructure work planned or we need to fix something) WHAT PERSONAL INFORMATION WE USE Contact details details of the products and services you’ve bought within the BT Group OUR LEGAL BASIS FOR USING YOUR PERSONAL INFORMATION Contract FURTHER DETAILS If you don’t give us the correct information, we might not be able to provide you with the product or service you ordered from us. To update you on when we’ll deliver, connect or install your products and services WHAT PERSONAL INFORMATION WE USE Contact details details of the products and services you’ve bought within the BT Group OUR LEGAL BASIS FOR USING YOUR PERSONAL INFORMATION Contract FURTHER DETAILS  To filter any co…